Career Opportunity
Patient Service Representative Ellicott City
High School Diploma/GED
Minimum of 2 years of experience
SUMMARY: The part time Patient Services Representative (PSR) is responsible for scheduling appointments, registering patients, maintaining records, and interacting in a professional, friendly manner with patients & family members, physicians, staff, and visitors. Work requires occasional communication outside of the work group. Communication with external contacts is for providing or receiving factual information. Courtesy and tact are required in dealing with customers.
Carries out responsibilities in accordance with Ascension Health Core Values, St. Agnes policies/ procedures and applicable civil laws. Is accountable for efficient use of resources and support of the St. Agnes mission.
Essential functions:
– Greets patients immediately upon arrival in a professional, friendly manner. Communicates effectively with patients. Provides exemplary customer service.
– Identifies problem or distressed patients and inform physicians or other medical staff.
– Answers telephone calls within three rings, and handles incoming and outgoing calls with the public and SMG staff in a courteous and helpful manner. Makes appropriate effort to ensure that callers do not hold for excessive amounts of time. Records and distributes messages in a complete legible and timely manner. Messages must include patient name & DOB.
– Using an electronic scheduling system, schedules patients for any needed service or procedure within SMG based on physician and patient needs. Appointments must be made in accordance with office policy and protocol. Additionally, appointments must be made in accordance with managed care requirements. Places appointment reminder calls. Reschedules appointments as necessary.
– Captures and enters accurate patient demographic and financial information via telephone calls, hard copy documentation, and direct patient contact. Adapts interview process to the age of the patient or family member. Enters all information gathered into the practice management system.
– Distributes the Financial Policy to patient, collects co-pays and balances from prior services, as well as payment for services rendered at that time.
– Prepares, files, and retrieves medical records. Ensures all appropriate paperwork is complete and included on the patient chart. This includes obtaining release signatures at the required time intervals, and filing test results, correspondence and other information.
– Maintains all patient files in an orderly manner. Pulls patient charts for future appointments. Files charts, lab reports and correspondences on a daily basis. Prints out patient labels according to office policy and protocol.
– Reviews all fee tickets for accuracy and completeness. Maybe required to enter charges and reconcile charge tickets to scheduled patients at the end of each day to ensure that all are collected. Balances cash log to money collected. Issues receipts to patients for monies collected.
– Informs patients of delays and expected waiting times. Provides updates, as necessary.
– Participates in the completion of managed care referrals. Maintains up-to -date knowledge and competency of a wide variety of third party plans and insurance carriers, both participating and non-participating plans, which are ever-changing.
– Any and all duties as assigned.
General duties:
– Demonstrates knowledge of the practice operations and related policies.
– Complies with established departmental policies for attendance, punctuality, procedures and safety.
– Comply with SMG/SAHC Policies and Procedures.
– Adhere to all Federal Health Insurance Portability & Accountability Act (HIPAA) regulations, by protecting the privacy & security of all patient/client health information.
– Participate in departmental & organizational meetings.
– Consistently and independently follows established safety and infection control procedures. Intervenes in unsafe situations.
– Complies with the standards of conduct and Corporate Responsibility Program and seeks guidance when in doubt.
– Meets or exceeds expectations of individuals for whom service is provided.
– Participates on interdepartmental, hospital and departmental committees as appropriate.
Required Education: High school diploma or general education degree (GED); or equivalent combination of education and experience in a medical front office or related setting.
Preferred Education: One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience in a medical front office or related setting.
Required Experience: Less than one year experience in a medical front office or related setting.
Preferred Experience: One to two years’ experience in a medical front office or related setting.
Supervisory Responsibilities: This position has no supervisory responsibilities.
Supervision received from: Office Coordinator and/or Practice Manager and Lead Physician
Specialized Knowledge or Skills:
Mathematical Skills:
– Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance.
Reasoning Ability:
– Job tasks are predictable and usually require the selection from standard operating procedures. Requires analysis to determine appropriate procedure and monitoring results.
Language Skills:
– Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees in the organization. Writing is required for basic communication.
Problem Solving:
– Problems encountered have usually been dealt with before and standard operating procedures are available.
Computer Skills:
– Intermediate Level Computer Skills:
§ Intermediate level word processing skills.
§ Intermediate level spreadsheet skills.
§ Intermediate level database skills.
– Specific Software Knowledge:
§ Medical Records Software
Other than computer:
- Range of medical record equipment and supplies (EKG, nebulizer, spirometer, autoclave, etc.)
- Sterile garb, masks, and gloves (powder free) when required
- Manual files and sorters
- Scanners
- Facsimile
- Copier machines
- Printers
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